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Inbound Contact Centre Manager

3 months ago

Malaysia Monroe Consulting Group Full time

Executive search firm, Monroe Consulting Group is recruiting on behalf of one of the leading multinational transportation, logistics, supply chain and storage company that is based from the UK. They're in search of dynamic leaders to join their force as a Global Business Centre Manager.

Job Responsibilities:
  • Assess and enhance inbound management control systems, ensuring alignment with business needs and maintaining relevant Key Performance Indicators (KPIs) and performance metrics.
  • Revise, uphold, and optimize sales strategies, action plans, processes, methodologies, and scripts to increase conversion rates from quotes to confirmed bookings and drive sales revenue growth.
  • Oversee the implementation of new services and significant changes, managing project timelines and ensuring synchronized action plans and training initiatives across Business Centres.
  • Execute change management initiatives to enhance sales performance, operational efficiencies, and customer satisfaction.
  • Supervise the performance and professional growth of direct reports, ensuring their effective management and development of their own teams.
  • Serve as a coach, mentor, and trusted advisor to all inbound staff members.
  • Foster effective communication and engagement within the inbound team to bolster sales performance, customer service levels, and motivation.
  • Monitor and evaluate target and objective accomplishments, providing regular reports to the Global Business Centre Manager, aligned with established strategies, KPIs, and deliverables.
  • Promote a culture of continuous improvement within the inbound team, evaluating current practices and collaborating with stakeholders to implement beneficial changes.
  • Manage quality assurance processes and initiatives, demonstrating achievement of KPIs.
  • Ensure adequate staffing levels within the inbound team to meet customer demand, effectively managing challenges such as sickness absence and poor timekeeping.
  • Contribute to financial management activities such as sales forecasting, budget analysis, and expenditure control within allocated budgets.
  • Ensure compliance with organizational requirements related to health and safety, legal regulations, environmental policies, and general duty of care.
  • Ensure accuracy and relevance of website content and customer communications, providing essential and useful information to customers.
  • Collaborate with the Inbound Contact Centre Manager to maintain effective and efficient IT systems within the contact centre.
  • Oversee daily operations within the KL building in conjunction with the Outbound Contact Centre Manager.
  • Provide coverage for the Outbound Contact Centre Manager during periods of absence, including annual leave and sickness.
  • Comprehend, adhere to, and exemplify compliance with all pertinent internal and external rules, regulations, and procedures governing the operations of the business in which you are engaged, particularly internal controls and any compliance policies.
  • Adhere to Seven Seas Worldwide's quality control standards, ensuring the prompt execution of internal and external review checkpoints and addressing any concerns raised by internal or external regulatory bodies

Job Requirements:

  • Degree in any related field
  • 10 years' experience in a similar role or more
  • Management and leadership experience is needed

If you have what it takes, do send your resume or you may directly contact Shawin Kaur at or you may contact her at All the best

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